Hey Matilda 👋
So strange that the pump doesn't want to go up 🤔
Turn the pump nozzle (the top part that you press down) to the left – that is, counterclockwise. It should click or slide up.
If the pump doesn't want to pop up, you might sometimes need to keep turning it a few more times. Otherwise, you can gently press down on the pump while turning – that might release the lock 👍
If it still doesn't work, I would recommend registering a complaint with us. Go to "My Pages" ➡ "Order History" and then click on the order number it concerns, and we will take a closer look at it 🤍
Take care!